"Change of blood test policy not communicated"

My daughter is 8 years old. Today she was due to be having her second blood test in 3 weeks. The whole thing terrifies her and it took a lot of coaxing and reassurance to get her there. We queued up for over an hour only to be told they no longer do blood tests for under 16s. No one said they had changed their policy nor did they display this anywhere. Is it normal to change policy and not notify anyone? My feeling is that some receptionists need customer service training. Now we have to psyche my daughter to do this all over again and she's extremely upset.